Dammary Echandia
Allentown,PA
Summary
Experienced IT Support Engineer familiar with user support and root cause analysis. Advanced knowledge of network operations and dedication to see issues through to end. Works well in remote and desk-side environments.
Overview
8
8
years of professional experience
Work History
Helpdesk Support
Kforce/LVHN
04.2023
- A temporary assignment that required a small crew to assist with resetting hospital staff passwords and unlocking them from their online portal to regain access
- Used active directory to enable users to send their accounts
- I received & documented over 20+ calls a day and escalated them to proper staff members for further assistance.
Office Assistant
Talantge/Lehigh County Voters Registration Office
03.2023
- Coordinated mass mailings for mail-in voting for the residents and packets for the booth pole workers
- Answered calls concerning basic questioning on the local voters' polls plus their locations and hours
- Rearranged and organized files per the manager's request to enable more space for future files.
Customer Service Specialist
Ashton Carter
08.2023 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Resolved concerns with products or services to help with retention and drive sales.
- Maintained and managed customer files and databases.
POS Support TechnicianTier2
Shift4
12.2019 - 12.2021
- An inbound call center where I was averaging taking & documenting over 20 + requests a day working with clients' POS systems taking calls, creating and escalating tickets, plus communicating via chats and emails with merchants for a variety of issues involving four different POS proprietary software packages based on a Windows XPor 7 OS and Android
- Applied troubleshooting techniques from training and a KBS educational log of the replacement of parts and/or networking issues as well as maintenance of the units all while using remote desktop support softwares like Logmein and joinme software
- Implemented the use of SQL scripts in the maintenance of the POS systems with Windows base OS
- Documented calls with both Archos and Titan call tracking systems as well as usage of lab systems and/or VMs
- Used various other CRM systems, for example mReports and Tsys credit card transactions in the process of diagnostics and access utilities for stand-alone or credit card only terminals
- Changed or added IP addresses in the router utility for the POS and/or credit card terminals to have online access for optimal usage.
ERP Coordinator
PSSI
04.2019 - 07.2019
- Duties included but were not limited to checking the job posting board to schedule interviews
- Ensuring the applicant's employment profile is completed
- Provided training for plant procedures, for example lock out tag out and their 7 steps of sanitation
- Checking the inventory and providing proper PPE to new and current employees
- Taking safety tours to check that new hires are being trained properly and checking that all safety regulations are being met
- Offering assistance and guidance during daily meetings with additional training materials to review safety policies
- Related with management to ensure that training materials are being signed off on and they received the paperwork for the meeting.
Customer Service Expert
STI
05.2016 - 11.2018
- Provided a high level of customer service and client relations based on outstanding communication and interpersonal skills as well as responding to inbound service calls in a fast-paced, high-volume call center
- My role was to process orders and provide excellent first-class service to small business orders and their sales representatives
- The goal was to ensure the customer would receive great services at a reasonable price
- The purpose of having the customer call in with the sales rep was to enhance the customer service experience with full concierge-type services provided.
Education
Bachelor's in Computer Science for Network Management -
Colorado Technical University, online
01.2018
Information Technology Associates -
New Horizon
12.2011
Medical & Business Office Technology -
Northampton Community College-SPOC program
07.2002
Skills
- Type up to 40 WPM
- Over 20 years' experience with Microsoft Office Suite
- Expert with use of the CPU
- Excellent customer service skills
- Hardware and Software Repair
- Helpdesk Operations
- Desktop Troubleshooting
- Active Listening
- Technical Troubleshooting
- Problem Solving
- Conflict Resolution
- Time Management
- Ticket Management
Languages
Fluent in reading, writing and speaking Spanish.
Timeline
Customer Service Specialist
Ashton Carter
08.2023 - Current
Helpdesk Support
Kforce/LVHN
04.2023
Office Assistant
Talantge/Lehigh County Voters Registration Office
03.2023
POS Support TechnicianTier2
Shift4
12.2019 - 12.2021
ERP Coordinator
PSSI
04.2019 - 07.2019
Customer Service Expert
STI
05.2016 - 11.2018
Bachelor's in Computer Science for Network Management -
Colorado Technical University, online
Information Technology Associates -
New Horizon
Medical & Business Office Technology -
Northampton Community College-SPOC program